Tips and tricks to help if you are having connection issues with your customers.
If you are having connection issues when you are launching IrisCX calls, this article provides some potential solutions.
Verify Browser
The first thing to check is the browser you are using to make IrisCX calls. We support most common browsers such as Chrome (recommended), Safari, and Edge. We do not support Duck Duck Go.
Verify Hardware
The second thing to check is the hardware installed on your device. Log in to IrisCX and run a Hardware Test by pressing the Practice Session button from the landing page as shown below.
Reset Camera & Microphone Permissions During a Call
If you have run a successful Hardware Check, but are still having issues connecting with customers, you can try resetting your web camera permissions within Google Chrome
Enter the IrisCX call details and hit the “Launch Call” button to begin, then click JOIN. Once you are connected, click on the Settings, then Lock Icon on the left side of the address bar.
- Click on the dropdown beside the Camera, and toggle the camera button on/off.
- Close the popup screen using the Close (X)
- Your web browser will ask you to “Reload” the page. Click the “Reload” button.
- You will now be asked to give permission to use your camera again. After you click allow, you can join the call, and it should work with fresh permissions.
Restart Your Device
If you are still having trouble successfully joining IrisCX, please try restarting your device.
Get Help
If you run out of options, please engage your local IT department to verify your hardware is working properly. You can also contact IrisCX support (support@iriscx.com).
Thank you!
IrisCX Support Team
